Rosa Santana
San Jose,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively and quickly mastering new skills. Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Account Manager
State Farm
San Jose, CA
05.2023 - Current
- Assessed customer needs and offered appropriate insurance products.
- Negotiated terms and conditions of policies with customers.
- Resolved customer complaints regarding coverage or service issues.
- Advised customers on risk management strategies tailored to their specific needs.
- Updated client files with changes in coverage, address changes or other pertinent information.
- Reviewed existing policies to identify any discrepancies between the policyholder's request and current coverage levels.
- Composed correspondence letters regarding renewals, cancellations, changes in coverage levels.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Handled modification and updating of policies.
- Managed renewal process for existing client accounts, ensuring all deadlines are met.
- Analyzed and assessed risk exposures to ensure proper coverage was in place.
- Developed appropriate quotes based on risk information.
Delivery Driver
Instacart
Oakland, CA
03.2020 - Current
- Promoted positive customer service by delivering on-time shipments and fully resolving issues.
- Listened to customer needs to identify and recommend best products and services.
- Followed application instructions closely and reviewed deliveries to minimize errors.
Delivery Driver
Amazon
Oakland, CA
11.2018 - 03.2020
- Loaded and unloaded vehicles at distribution center and delivery address.
- Determined optimal routes based on GPS application information and knowledge of local routes.
- Verified deliveries against shipping instructions prior to delivering to customers.
Manager
Euphoric Kannabis
Oakland
01.2017 - 08.2018
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Maintained clerical, recordkeeping and marketing strategies to enhance business operations and boost profits.
- Recommended merchandise to customers based on needs and preferences.
- Built relationships with key farms and Vendors to grow business networks and locate new opportunities.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Answered product questions with up-to-date knowledge of sales and promotions.
Manager
Freeway Insurance Agency
Daly City, CA
05.2011 - 08.2014
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Upsold products to policyholders and potential new clients.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
- Exceeded assigned sales and retention targets each quarter by upselling insurance products.
Skills
- Dependability and Honesty
- Efficiency and Time Management
- Negotiation and Conflict Resolution
- Service-Oriented
- Continuous Improvement
- Insurance Practices
- Adaptability and Flexibility
- Attention to Detail
Certification
- Property and Casualty License
Languages
Spanish
Timeline
Account Manager
State Farm
05.2023 - Current
Delivery Driver
Instacart
03.2020 - Current
Delivery Driver
Amazon
11.2018 - 03.2020
Manager
Euphoric Kannabis
01.2017 - 08.2018
Manager
Freeway Insurance Agency
05.2011 - 08.2014
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